Case Study: Improving onboarding and connectivity in New York State

"Civic Roundtable is an extremely helpful resource as an Election Commissioner. It is a platform that allows for collaboration between all election officials in our state and is a safe space for us to discuss best practices, ask questions, and bounce ideas off of each other. The instant access to a network of peers has proved invaluable as we all prepare to conduct elections to the best of our abilities."

- Cassandra M. Bagramian, Commissioner of Elections, Saratoga County

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When new Election Commissioners begin their work in New York State, they turn to the New York State Board of Elections. The Board is responsible for building and maintaining an onboarding handbook, and providing ongoing support ranging from quick Q&A to procedural clarification. Commissioners are stationed across various counties, often isolated without a direct line to peers or to central support, or with limited time to onboard someone new. In the Election world, peer connectivity is critical — sometimes a quick call or ask of a veteran Commissioner is just as valuable as access to formal training materials.

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KEY QUESTION

How can New York State onboard new employees quickly and efficiently?

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PROBLEM

Overwhelming onboarding processes

• New commissioners faced an overload of emails and materials.
  
• Lack of a centralized system led to confusion and inefficiency.
• Commissioners often recreated documents and templates that already existed.

Critical documentation issues

• Difficulty in locating essential documents, such as deadlines and key forms.
  
• Frustration and inefficiency due to wasted time searching for information.
• Feelings of isolation and burnout among new commissioners.

Need for integration

• Redundancy in training materials and processes.
  
• Lack of support systems to prevent burnout.
• Urgent need for a more cohesive onboarding approach.

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SOLUTION

Centralized onboarding hub

• Developed a one-stop-shop for new commissioners.
  
• Consolidated institutional knowledge and expertise from across the state.
• Provided easy access to the latest versions of critical documents.

Resource accessibility

• Integrated access to the Elections Handbook and key resources.
  
• Real-time Q&A capabilities through a network of peers.

Enhanced visibility & data insights:

• State agencies gained insight into resource usage and engagement.
  
• Ability to track the most useful resources and commonly accessed questions.
• Optimized and relevant content delivery based on data-driven insights.

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IMPACT

Streamlined onboarding

• Faster, more efficient onboarding process for new commissioners.
  
• Reduced redundancy and clarified the application of training materials.

Community building

• Fostered a non-partisan community of practice.
  
• Strengthened overall election process preparedness.
• Improved resilience among commissioners as they prepare for upcoming elections.